Sr Cust Supp Mgt Professional
Honeywell Technologies
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Job summary
Honeywell Technologies is seeking a Senior Customer Support Management Professional to lead Field Service Specialists across Southeast Asia. The role focuses on delivering operational excellence, managing customer engagements, and driving growth through strategic workforce planning and quality compliance.
The ideal candidate has extensive field/service experience, strong leadership, and a track record of improving customer satisfaction and service metrics within a multinational environment.
Qualifications
- Engineering background with deep technical understanding of instrumentation and controls.
- Experience in managing field/service operations and customer interfaces.
- Proven ability to lead cross-functional teams and drive service excellence.
Responsibilities
- Develop strong trust relationships with key customer contacts.
- Provide exceptional support to customers, track and resolve any escalations.
- Collaborate with Contract Managers to plan and schedule labour resources.
- Plan and schedule labour resources with Project Managers to meet commitments.
- Monitor Pulsar adoption and NPS across the region; drive service improvements.
- Drive MOS planning and workforce coordination to ensure timely service delivery.
- Ensure HSE compliance and quality standards across sites.
- Coordinate with regional teams to optimize labor resources and billing.
Skills
Education
Job description
THE FUTURE IS WHAT WE MAKE IT.
Senior Customer Support Management Professional
Location: Malaysia / Thailand / Indonesia / Vietnam / Singapore / Pune. Start your career by making an impact and real connections with some of the most meaningful challenges around. When you join Honeywell, you become a member of our performance culture comprised of diverse leaders, thinkers, innovators, dreamers, and doers who are changing the future.
Start your career by making an impact and real connections with some of the most meaningful challenges around. When you join Honeywell, you become a member of our performance culture comprised of diverse leaders, thinkers, innovators, dreamers, and doers who are changing the future.
Working at Honeywell is not just creating incredible things. You will collaborate with top minds, grow through continuous learning, and benefit from an inclusive environment that rewards performance and celebrate achievements.
The Field Operations Manager (FOM) will be responsible for managing and developing the Field Service Specialists (FSS) in their respective Territories. The FOM will drive the team to deliver operational excellence, ensuring effective customer engagement from the local Lifecycle Solutions & Services (LSS) and the broader Honeywell Process Solutions (HPS) team.
This role is accountable for driving growth across all LSS service delivery modes through effective workforce planning, delivery coordination, and ensuring compliance with Honeywell and customer Quality, Health, Safety, and Environmental requirements following strict adherence to the Honeywell Accelerator AMS GDM.
- Develop strong trust relationships with key customer contacts.
- Provide exceptional support to customers, act as person in charge responsible to track and resolve any Customer escalations, issues or concerns.
- Collaborate with:
- Contract Managers to plan and schedule labour resources to meet the needs of customers aligned to their contract entitlements.
- Project Managers to plan and schedule labour resources to meet the needs of customers aligned to their Project Schedule and commitments.
- FSMs, Spot Co-ordinators, Branch lead service engineers or directly contact customers to schedule FSS contract or SPOT activities.
- Monitor and push Pulsar adaption in the region.
- NPS – Responsible for driving Pulsar Survey adaption across the region and NPS for services.
- NPS – Track the detractor scores (-ve NPS ratings) across all modes and remedial actions taken and ensure satisfactory closure with customer.
- Understand the Customer base, identify FSS skills gaps and drive competencies to support future needs.
- Support Campaign roll-out within the region. Responsible to drive growth through BTB campaigns and regional/pole special to push the short cycle order and revenue growth.
- Responsible for driving MOS with FSMs, Spot Co-ordinators, Branch lead service engineers for SPOT & Parts Revenue and Billing, Front-log & Back-log forecast and planning included.
- Regional focal for ISC Demand planning for Hardware & Software shipments – Attend the monthly regional and pole level MOS calls, Provide Material SIOP forecasts for month & quarter.
- Maintain Billability and Utilization for region as per global standard or regional agreement. Participate in burden rate & recovery review at set frequency.
- Ensure Installed Base Audits are planned and completed on schedule.
- Drive and monitor Honeywell HSE culture and ensure compliance with safety and environmental regulations, track and monitor SOS metrices.
- Ensure that all HSE requirements for customer sites are thoroughly documented, regularly updated, and communicated to stakeholders prior to any FSS site visit.
- Ensure operational excellence and adherence to quality standards as per Honeywell Accelerator AMS GDM.
- Ensure that FSS service visit reports are attached to all Work Orders to comply with Honeywell Accelerator AMS GDM, reduce disputes and support reduction in Short Cycle Past Dues.
- Work with cross-functional teams to achieve business objectives.
- Monitor and analyse performance metrics to identify areas for operational improvement.
- Drive continuous improvement initiatives to enhance operational efficiency.
- Develop a strong network across the territory and HPS business teams to guarantee customer delivery satisfaction.
- Optimize resource allocation and drive productivity.
- Ensure FSS time entry, billability and overtime meet business targets.
- Ensure effective work execution, planning, and competency of the teams in their territory.
- Manage the relationship with GES and COEs for outsourcing packaged work.
- Work with labour resource pools such as GES, Contractors and other LOBs to support field activities ensuring compliance to local laws, HSE compliance and correct documentation as required.
- Ensure correct visas for foreign workers in partnership with FSM and GMS.
- Ensure that compliance measures are established prior to travel, addressing all GMS aspects, including Immigration, Tax, and Social Security.
- Ensure labor SIOP reporting and planning is maintained to optimize labor resourcing including driving the quarterly SIOP MOS for your area of responsibility.
- Ensure Work Execution planning is completed to understand the resource and skill requirements.
- Ensure all FSS in their territory are fully trained and understand business drivers and tools required to fulfill their role.
- Identify FSS skills gaps and drive competencies to support future needs.
- Ensure the scheduling and completion of training plans for technical (CEAT) and soft skills, new products, quality and mandatory HSE Training for all FSSs and TECPros if applicable across their territory.
- Monitor and alert FSSs of expiring CEAT Certifications and proactively drive recertifications.
- Manage and support the rollout of processes, training, tools, and initiatives, including productivity and its tracking.
- Qualification: Engineering Degree in Instrumentation & Controls or Electronics & Controls or Equivalent
- Experience: 15+ years of relevant Industry Experience involving Field/Project Engineering, Last 5 years preferably spent as responsible for Customer Management / Project Management. Need to demonstrate ability to collaborate with teams across the businesses / functions and work in a highly matrix environment to deliver expected results.
- Skills of Importance – Customer Satisfaction, Customer Experience, Operations Efficiency, Organizational Process Alignment, Change Management Planning, Team Management, Operations Support, Results.
The Future Is What We Make It at Honeywell. From sustainable aviation fuel and life‑saving healthcare sensors to collaborating on every NASA space mission since the 1950’s, over 100 years of innovation has always been driven by an investment in our people. Learn more about Honeywell: https://www.youtube.com/watch?v=CG-rmG0eKLk
Our focus at Honeywell is innovation that drives business, improves the bottom line and create solutions for our customers and communities around the world. There’s a lot for you to discover. Our solutions, our case studies, our #Futureshapers, and so much more. Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.
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Honeywell Technologies is a global, pure‑play automation company with a legacy of innovating to help solve the world’s most mission‑critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.
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